Breads of the World Case Study

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1 Breads of the World Case Study Ashley Oquendo Human Resources, Post University HRM 308: Training and Development Professor Ramona Harrison November 5, 2023

2 Breads of the World Case Study Breads of the World, founded in 1981 in Madison, Wisconsin, is a leading international bakery offering a variety of bread inspired by global cuisines. With consistent growth, the company has expanded its bread offerings to 18 different types in the United States and Canada. However, the Customer Service Department has received increasing complaints about late delivery and customer service issues. Negative online reviews have skyrocketed shortly after hiring 22 new employees in the shipping and receiving department. Breads of the World could lose their customer base due to poor performance. Analyzing a needs assessment is a must! How to Conduct a Needs Assessment A training needs assessment identifies individuals' current level of competency, skill, or knowledge in one or more areas and compares that competency level to the required competency standard established for their positions or other positions within the organization (SHRM, n.d.). There are three elements of needs assessment: organizational analysis, person analysis, and task analysis (Noe, R. A., 2023, pg. 121). Each analysis can be conducted at any time. Still, organizational analysis is usually achieved first because this analysis is to identify if the training process is aligned with the company's objectives and context. Performing this analysis allows the company to focus its efforts on areas of training that are necessary for employees. The overall company's goals and priorities must be understood entirely to properly assess and identify if training contributes most to the overall success of all company stakeholders. A person analysis identifies who needs training to determine the current status and the desired level of training that a company needs, which is called a gap. To determine the method for identifying the gap, it will depend on the company and situation. Several ways include individual interviews, Human Resource records, focus groups, surveys, and observations, to name a few. A task analysis results

3 in a description of work activities, including tasks performed by the employee and the knowledge, skills, and abilities required to complete the tasks (Noe, R. A., 2023, pg. 131). This analysis should be conducted after the organizational analysis has been completed because training takes time and costs. Suppose the company agrees with the time and expenses. In that case, they can perform the task analysis by conducting a questionnaire by including the selected jobs they want to analyze and asking subject matter experts in those specific departments to answer to determine which tasks will be focused on in the training program. This information will be used to develop targeted solutions that address the identified issues and improve overall performance. Possible Sources of the Issue There is no formal training for new employees, which is a possible source of the problem. Since there are not enough resources, on-the-job training is being conducted for two weeks only, and a written guide is available for the new employees that they can refer to. Shipping and receiving constitute 95% of the company's business. With this training program that is currently being used, it creates many errors, which is the leading cause of the customers' negative feedback. The company has noticed increased negative reviews in the past four months. Management did not act quickly to rectify this situation and are completely unaware the root of the problem. The Root of the Issue Since the new hire of 22 employees, there has been a noticeable influx of customer complaints. To determine if the new employees are the cause, an analysis can help determine the root of the issue. The current complaints must be compared to the quantity received four months ago by examining various data sources. This analysis aims to determine whether the issue stems from

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4 new employees lacking sufficient knowledge and skills. Customer interviews and records from the Customer Care Department will be crucial in conducting this research. If the data shows that there were either no or only minor complaints four months ago, the increase in complaints may be due to the new employees. Additionally, a potential factor for the disparity could be a lack of understanding between clients and the employees who handle their orders. The success of any company relies heavily on its ability to connect with its consumers effectively. Involvement in the Needs Assessment Because the goal of needs assessment is to determine whether a training need exists, whom it exists, and for what tasks training is needed, all stakeholders must be included in the needs assessment (Roe, N.A., 2023, pg. 115). Stakeholders encompass individuals within the organization with a vested interest in training and development whose backing is pivotal in determining its ultimate success or failure. These stakeholders include company executives, top- tier managers, middle-tier managers, trainers, and employees who directly utilize the learning materials. To guarantee stakeholder involvement in the needs assessment procedure, multiple approaches can be taken. One such process entails the establishment of formal advisory groups that convene regularly to deliberate upon learning-related matters. Another approach involves ensuring pertinent stakeholders partake in interviews, focus groups, crowdsourcing initiatives, and surveys for needs assessment purposes.

5 References Noe, R. A. (2023). Employee training and development (7th ed.). New York, New York: McGraw-Hill Education. SHRM (n.d.) How to Conduct a Training Needs Assessment. https://www.shrm.org/resourcesandtools/tools-and-samples/how-to-guides/pages/ conduct-training-needs-assessment.aspx

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